Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Overview

This Refund Policy applies to all orders and purchases made through our website at pizzalucegrill.rest, by phone, in person, or through any authorized third-party delivery platform associated with Pizza Luce. By placing an order with us, you agree to the terms outlined in this policy.

We understand that issues can arise with food orders — incorrect items, quality concerns, or delivery problems — and we are committed to addressing these matters fairly and promptly. Please read the following policy carefully to understand your rights and our procedures regarding refunds, replacements, and cancellations.

This Refund Policy is governed by applicable United States federal consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act, as well as any applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your situation must meet one or more of the following conditions:

• You received an incorrect item that does not match what you ordered.
• Your food arrived in an unsatisfactory condition (e.g., severely undercooked, contaminated, or otherwise unfit for consumption).
• Your order was not delivered within a reasonable timeframe and was confirmed lost by our team or the delivery partner.
• You were charged more than the displayed price for your order.
• A duplicate charge was applied to your payment method for the same order.
• Your order was cancelled by Pizza Luce due to operational issues, ingredient unavailability, or technical errors.
• A significant portion of your order was missing upon delivery or pickup.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request photographic evidence or additional information to verify claims before approving a refund.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, all refund requests must be submitted within the timeframes outlined below:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly recommend that you inspect your order immediately upon receipt and contact us as soon as possible if you notice any issues.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Orders where the customer provided incorrect delivery address information.
• Food items that have been fully consumed or substantially consumed before a complaint is raised.
• Orders where customers simply changed their mind after the food was prepared.
• Customized orders that were prepared exactly as requested by the customer.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Delivery fees and service charges (unless the order was entirely our fault or was not delivered).
• Tips or gratuities added to orders.
• Requests made after the applicable timeframe outlined in Section 3.

5. How to Request a Refund — Step-by-Step Guide

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 — Document the Issue: Take clear photographs or videos of the problem, including the packaging, the food item, and any visible defects or discrepancies. This documentation will support your claim.
2. Step 2 — Contact Us Promptly: Reach out to our customer support team within the applicable timeframe using one of the following methods:
   • Email: [email protected]
   • Website: pizzalucegrill.rest
3. Step 3 — Provide Order Details: When contacting us, please include the following information:
   • Your full name
   • Order number or confirmation number
   • Date and time of your order
   • A description of the issue
   • Photographs or other supporting evidence
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Review Process: Our customer service team will review your request and may follow up with you for additional information within 1–2 business days.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate resolution — refund, replacement, or store credit — as applicable.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account depends on your financial institution or payment processor. Pizza Luce is not responsible for delays caused by banks or third-party payment providers.

7. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only specific items in your order were incorrect or unsatisfactory, while other items were delivered as expected.
• A portion of your order was missing, but the majority was received correctly.
• The food quality issue affected only part of the order.
• A discount, promotion, or coupon was applied to the original order, and the refund is adjusted accordingly.
• The customer partially consumed the order before identifying the issue.

The amount of any partial refund will be determined at the discretion of our customer service team based on the nature and extent of the issue reported.

8. Replacement and Exchange Policy

As an alternative to a monetary refund, Pizza Luce may offer a replacement or exchange in certain situations. Replacements or exchanges may be offered when:

• An incorrect item was delivered and we are able to prepare and send the correct item in a timely manner.
• A food quality issue can be remedied by preparing a fresh order.
• The customer prefers a replacement over a refund and the item is still available.

Replacements are subject to availability and our operating hours. If a replacement cannot be fulfilled due to operational constraints, a full or partial refund will be offered instead. Exchanges for items of different value may result in an adjusted charge or credit to the customer's account.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders (Delivery and Pickup)

• Cancellation within 5 minutes of placing the order: Full refund issued if the order has not yet entered the preparation stage.
• Cancellation after food preparation has begun: No refund or partial refund at management's discretion, as ingredients and preparation time have already been committed.
• Cancellation after the order has been dispatched for delivery: No refund will be issued unless there is a documented delivery failure.

9.2 Catering and Large Group Orders

• Cancellation more than 72 hours before the scheduled event: Full refund issued, minus any non-recoverable preparation costs already incurred.
• Cancellation between 24 and 72 hours before the event: 50% refund issued.
• Cancellation less than 24 hours before the event: No refund will be issued, as significant preparation and staffing resources will have already been allocated.

To cancel an order, please contact us immediately via email at [email protected] with your order number and reason for cancellation.

10. Orders Placed Through Third-Party Platforms

If you placed your order through a third-party food delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please note the following:

• Refund requests for orders placed through third-party platforms must be initiated directly with that platform, in accordance with their individual refund policies.
• Pizza Luce cannot process refunds for transactions handled entirely by third-party platforms.
• We are happy to assist in resolving disputes with third-party platforms by confirming order details and cooperating in the investigation process.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution steps below:

1. Step 1 — Internal Escalation: Contact us again at [email protected] and request that your case be escalated to a senior manager. Please reference your original request details and explain why you believe the resolution was unsatisfactory.
2. Step 2 — Management Review: A member of our management team will review your case within 3–5 business days and provide a final response.
3. Step 3 — Chargeback: If you believe you were wrongly charged and we have been unable to resolve the matter to your satisfaction, you have the right to file a chargeback with your credit card issuer or bank. Please be aware that initiating a chargeback without first attempting to resolve the matter directly with us may result in the suspension of your account.
4. Step 4 — Consumer Protection Agencies: If you remain dissatisfied, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection office. Consumers in California may also contact the California Department of Consumer Affairs.

12. Store Credit Option

In some cases, where a monetary refund is not applicable or where the customer prefers an alternative, Pizza Luce may offer store credit. Store credit can be used toward any future order placed directly through our website at pizzalucegrill.rest. Store credit:

• Is valid for 12 months from the date of issuance.
• Cannot be exchanged for cash.
• Is non-transferable.
• May be applied in full or in part toward a future purchase.

13. Consumer Rights Under U.S. Law

This Refund Policy is designed to comply with applicable United States federal and state consumer protection laws, including but not limited to:

• The Federal Trade Commission Act, which prohibits unfair or deceptive acts or practices in commerce.
• Applicable state consumer protection statutes governing food service businesses.
• State-level food safety regulations enforced by local health departments.

Nothing in this Refund Policy is intended to limit or waive any statutory rights you may have as a consumer under applicable law. If any provision of this policy conflicts with applicable law, the provisions of that law will take precedence.

14. Changes to This Refund Policy

Pizza Luce reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of your rights and our procedures. Continued use of our services following any changes constitutes your acceptance of the updated policy.

15. Contact Information

If you have any questions, concerns, or would like to submit a refund request, please contact us using the information below. Our customer service team is available to assist you and is committed to resolving your concerns as quickly and fairly as possible.